How eFishery Optimizes Communication with Customers and Users

Founded in 2013, eFishery is the first Aquaculture Intelligence startup to develop innovations in the aquaculture sector. eFishery is revolutionizing traditional fish farming methods and providing leading-edge solutions in the aquaculture ecosystem by offering an end-to-end platform that provides access to feed, financing, and markets for fish and shrimp farmers. eFishery aims to build an aquaculture ecosystem in Indonesia that is profitable and sustainable for farmers and stakeholders.

To realize this big dream, eFishery is building an ecosystem where fish and shrimp farmers can quickly increase their productivity while creating a more sustainable, safe, and fair environment. This way, eFishery can provide packaged nutritious fish and shrimp products of the highest quality, which are obtained directly from farmers.

Becoming a Startup Pioneer in the Field of Fisheries is Not without Challenges

Powered by its goals and dreams, eFishery has succeeded in becoming one of the pioneer startups engaged in the fishery sector. However, this is also challenging. The more a company grows, the more directly proportional the customer experience to be provided.

Likewise, the development of eFishery in recent years has helped it get demand to provide the best customer experience for its customers. As a platform that bridges fish farmers with customers, eFishery naturally receives a high volume of messages from both parties everyday.

eFishery communicates with its customers through channels like WhatsApp, Instagram, and Facebook. Its customer service team makes every effort to always reply to the messages it receives. However, with a customer service team comprising of only five people, this was a huge challenge for eFishery.

Even so, eFishery continues to develope and improve its strategy to optimize customer service. One of its efforts is by implementing Qiscus, an omnichannel dashboard, as its main customer communication platform. With Qiscus, eFishery can now access all its business communication channels from one dashboard.

Communication with Customers is Crucial

It’s certainly not easy for eFishery’s five-man customer service team to manage its various communication channels. Previously, many things require attention, such as managing the Service Level Agreements (SLAs), ensuring quick first-response time, to switching from one application to another. eFishery considers communicating with customers extremely crucia, which led to it finding that implementing Qiscus Omnichannel Chat is a good fit with its vision.

Previously decentralized, Qiscus Omnichannel Chat now allows eFishery to centralize its communication channels. The customer service team can now access the three communication channels (WhatsApp, Instagram, and Facebook) through the same dashboard without having to switch applications from each platform.

Qiscus Omnichannel Chat also has a straightforward User Interface (UI) so it speeds up responding to customers’ queries for customer service agents. For example, when users request an increase in the product limit at eFishery Kabayan, agents will reply via Qiscus Omnichannel Chat and inform clients of the steps right away due to its simple UI. Implementing Qiscus has directly helped eFishery’s customer service team to become more effective and efficient in managing customer messages.

More than that, through the WhatsApp Business API integrated with Qiscus Omnichannel Chat, eFishery can provide other conveniences to its customers and clients. eFishery now finds it efficient to use WhatsApp to broadcast its campaigns to large numbers of customers to optimize its campaigns. Moreover, WhatsApp now allows businesses to send promotional messages.

Implementing Qiscus in eFishery: Effective & Efficient, Internally & Externally

When a company thinks of providing a means of communication, what needs to be considered is not only communicative relationship with customers but also how it helps team members to communicate within the organization. This is especially important for human resources directly involved in using these facilities, such as customer service agents. McKinsey reports that businesses utilizing omnichannel technology within the last six months can carry out their business processes up to 90% more effectively and efficiently.

Implementation of Qiscus Omnichannel Chat for eFishery has left many positive impacts. Not only do customers feel that eFishery’s responses are now timely, internally, eFishery’s team feels facilitated by a simple UI that Qiscus provides.

With these various conveniences, eFishery has found that its chats are now resolved within a shorter period of time. This indirectly helps eFishery’s customer service agents hone impressive first-response times.

Optimize Business Communication Flow with Customers Via Qiscus!

Communicating with customers is undoubtedly the most crucial thing for any company or business. eFishery’s decision to implement Qiscus has helped it easily access all communication channels from one dashboard. Qiscus’s simple UI also makes it easier for customer service agents to carry out their responsibilities with ease and efficiency.

Want your business to have an optimal business communication flow like eFishery? Let’s discuss with Qiscus here!

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